L2 Help Desk

Responsibilities:

• Support our staff across the country to solve their most pressing technical needs
• Updating and curating documentation to ensure our policies, workflows, and technical information are kept up to date
• Manage long-term projects from start to finish, ensuring we execute efficiently. Communicate effectively with clients from both technical and non-technical backgrounds
• Assist and support for events, such as All-Staff meetings, press conferences, and more
• Manage and respond to IT tickets in a timely and customer service-driven manner
• Escalate to tier 3 resources after exhausting all efforts at tier 1-2 level
• This role is required to work from Wilmington 5 days a week
• While performing the duties of this job, the employee may also frequently be required to communicate using the telephone, email, and in person with stakeholders

Qualifications:

• 1 Year of Experience
• Dedication to customer service with strong interpersonal skills;
• Prior experience as Help Desk Associate or Help Desk Technician
• Basic knowledge of networking such as TCP/IP, routing and switching;
• Experience with both computer and mobile device enterprise management systems such as Google Workspace and JAMF;
• Knowledge of Zendesk ticketing system
• Knowledge of macOS, iOS, and chromeOS

Travel: The Help Desk Associate position will require travel, which could be up to 10% of the time.

Salary: The starting salary for the Help Desk Associate position is $80,000 on an annualized basis, commensurate with experience and qualifications. This is a full-time position that may require work on weekends and has an end date of November 15, 2024. This is an exempt position.